5 Simple Steps for Great Client Retention
Our 5 steps for having superior client retention is nothing groundbreaking. We don’t have a PHD in business administration, but we do have a really good track record of happy clients that continually need and want our services.
We are often asked “What’s the secret to keeping your clients so happy?” (which we absolutely LOVE to hear). So we broke it down. Down to the basics. We believe that this list, although elementary, contains the 5 main reasons that we have happy customers.
1. Manage Expectations: No one likes surprises. It’s important to be upfront about expectations through clear and concise communication. When it comes to managing expectations we don’t think that it is possible to over communicate. The more you talk with your clients, the more they will understand what to expect. No one likes surprises, but they do come up. Communicating regularly will make it part of the process vs. a surprise!
2. Listen: The lost art! Learn how to do this. Listen to your clients, listen to their story, how they built their business, what their goals are for the business, and what has worked for them in the past (and what hasn’t). Ask more questions and then listen again!
3. Be Authentic: This simply means, actually care about your work and truly care about the success of your clients. Have a rich moral fiber and speak the truth to your clients. Don’t be afraid to push back if it comes from a place of knowledge and true betterment of the client.
4. Over Deliver: Do it! Do more for your clients than you said you would. Even the smallest gestures, thoughts or information you provide to your client shows them that you are not only interested in a continued relationship, but that they are top of mind. Don’t under promise and over deliver, just over deliver!
5. Have Fun: We always love reading articles about Richard Branson, the founder of the Virgin Group which comprises over 400 different businesses; the most well known being Virgin Atlantic Airways and Virgin Mobile. Whether he is writing an article or doing an interview, it’s almost as if his love for his job is contagious. Take a cue from this multimillionaire: love what you do and have fun while doing it. Your excitement will show through to your clients and in your work.